TengoInternet · 11 hours ago
Customer Success Associate
San Antonio, TX
Full-time
Onsite
New Grad, Entry LevelTengoInternet is the premier provider of internet and WiFi solutions to campgrounds, state parks, RV parks, and outdoor malls throughout North America. The Customer Success Associate is responsible for managing customer advocacy and support services, ensuring customer satisfaction, retention, and growth through effective communication and relationship management.
Wireless
Responsibilities
Take full accountability and responsibility for stewardship, relationship, revenue retention and expansion of accounts managed. Report, on a recurring basis, the revenue retention and expansion results and other key metrics for these accounts
Manage the customer lifecycle for the accounts supported. This includes, but is not limited to, utilizing best practices concerning kick-off calls, implementation, adoption, outcome achievement, benchmarking and milestones, quarterly business reviews (QBR’s), and customer renewal activities
Customer Success Associate is required to travel up to 25% of the time visiting key customers, trade shows, training, and industry events
Engage in ongoing performance management reviews with the CSM Team Manager (weekly 1:1s and quarterly performance reviews)
In partnership with the CSM Team Manager, participate in ongoing strategic discussions regarding CSM Department alignment with the company
Use Tengo’s established and evolving project management tools and methodologies to track tactical and strategic priorities
Execute CSM Team operations including continuous improvement process optimization efforts
Collaborate between CSM team and service delivery, IT, accounting, marketing, and support teams
Coordinate with Sales and Business Development on a regular basis to ensure understanding of account growth
Engage in strategic conversations (EBR’s or QBR’s) with executive sponsors to ensure business objectives are continually being met
May conduct on-site visits to accounts as necessary.( generally less than 10% of the time )
Determine and discuss with CSM Team Manager which (if any) select accounts are at risk of attrition. Implement effective strategies to mitigate potential customer attrition
Qualification
Required
Proactively ensuring the alignment, satisfaction, retention and growth of customer base
Managing customer advocacy and proactive customer support services
Developing a strong rapport with customers through regular communications and service touch points
Owning the relationship with assigned customer accounts
Reporting to the CSM Team Manager
Accountable for account retention/expansion, customer satisfaction, and delivering business outcomes for select customer accounts
Serving as the integration point between sales, account management, customer support and accounting functions
Identifying predictive insights into future opportunities to better serve clients or address potential service outages
Traveling up to 25% of the time visiting key customers, trade shows, training, and industry events
Engaging in ongoing performance management reviews with the CSM Team Manager
Participating in ongoing strategic discussions regarding CSM Department alignment with the company
Using project management tools and methodologies to track tactical and strategic priorities
Executing CSM Team operations including continuous improvement process optimization efforts
Collaborating between CSM team and service delivery, IT, accounting, marketing, and support teams
Coordinating with Sales and Business Development on account growth
Engaging in strategic conversations with executive sponsors to ensure business objectives are met
Determining and discussing with CSM Team Manager which accounts are at risk of attrition and implementing strategies to mitigate potential customer attrition
Preferred
Customer Engagement
Technology Solutions Proficiency
Customer Insight Data Analysis
Customer Lifecycle Analysis
Company
TengoInternet
TengoInternet provides wireless solutions and services to North America.
Founded in 2002
11-50 employees
Funding
Current Stage
Early StageLeadership Team
E
Eric Stumberg
Owner
Company data provided by crunchbase